• Care Home
  • Care home


Overall: Outstanding read more about inspection ratings

Westfield Road, Swaffham, Norfolk, PE37 7HE (01760) 721539

Provided and run by:
Norse Care (Services) Limited

Important: The provider of this service changed. See old profile

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Background to this inspection

Updated 18 January 2019

The inspection:

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection checked whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

One inspector and an Expert by Experience conducted the inspection. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type:

Westfields is a care home which is registered to provide accommodation and personal care for up to 46 older people. People in care homes receive accommodation and nursing or personal care. CQC regulates both the premises and the care provided, and both were looked at during this inspection. The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

This inspection was unannounced and took place on 6 December 2018.

What we did:

Before the inspection, we reviewed information we had received about the service since the last inspection. This included details about incidents the provider must let us know about, such as abuse; and we sought feedback from the local authority and other professionals involved with the service. We assessed the information that providers send us at least once annually to give some key information about the service, what the service does well and improvements they plan to make. We used all this information to plan our inspection.

During our inspection visit, we spoke with 10 people using the service, six relatives and 12 staff including the registered manager, deputy manager, activities co-ordinator, cleaning staff, kitchen staff and care staff. We observed the support provided throughout the service. We looked at records in relation to people who used the service including two care plans and five medication records. We looked at records relating to recruitment, training and systems for monitoring quality.

After the inspection, the registered manager provided us with further evidence of good practice.

Overall inspection


Updated 18 January 2019

About the service: Westfields is a care home for older people situated in a residential area of Swaffham. The accommodation is located over two floors. There were 35 people living at the service on the day of inspection.

People’s experience of using this service:

People at Westfields received an outstanding effective and caring service. People were treated with exceptional kindness and compassion. We received extremely positive feedback about the support that staff provided and how approachable and passionate the management team were.

The staff team were highly motivated and there was a strong commitment on the development of their competence and knowledge. Staff worked innovatively to promote people’s health and ensure excellent outcomes for their physical and mental wellbeing.

The atmosphere was vibrant, happy and thriving. There was a focus on fun. There was a mutually respectful culture, which recognised and valued the contribution made by both the people living in the service and those working at the service. The management team welcomed the involvement of people and staff at every opportunity.

There was a strong recognition that people were individuals and the care and support provided ensured that their needs were met and resulted in positive and improved outcomes for people. Respect for people’s privacy and dignity was at the heart of the service provision. The service was creative in finding ways to ensure people were engaged and stimulated. There were good community links and people accessed the community regularly.

Effective management systems were in place to safeguard people and promote their wellbeing. The management team actively sought the views of people using the service, relatives and staff and acted upon those views to provide a high-quality service with a strong emphasis on continual improvement and best practice.

Rating at last inspection: Good (report published 10 June 2016)

Why we inspected: This was a planned inspection based on the previous rating.

Follow up: We will continue to monitor all intelligence received about the service to ensure the next planned inspection is scheduled accordingly.